Kyndryl · 9 hours ago
Senior Lead, Experience Strategist
New York, NY
Full-time
Hybrid
Senior Level, Lead/Staff
$138K/yr - $263K/yr
10+ years expKyndryl is a company that reimagines mission-critical technology systems for leading businesses. They are seeking a Senior Lead, Experience Strategist who will shape go-to-market strategies, influence executive decision-making, and drive measurable pipeline and revenue impact through experience-led growth and strategic storytelling.
Information Technology & Services
Responsibilities
Own and shape high-impact, executive-ready pre-sales assets including value propositions, POVs, pitch narratives, solution frameworks, and storytelling systems that clearly articulate customer outcomes and business impact
Enable sellers and pursuit teams by providing strategic clarity and differentiated CX positioning that accelerates deal velocity and win rates
Define and lead integrated experience strategies that align business objectives, technology capabilities, and user needs
Champion experience-led transformation as a growth driver, helping clients and internal teams understand and invest in CX as a strategic advantage
Connect experience strategy directly to business strategy, revenue growth, and operational outcomes
Bring an informed market POV—grounded in trends, competitive intelligence, and customer insight—to shape offerings and GTM direction
Evaluate end-to-end customer and employee journeys to identify high-value opportunities for optimization, including the application of self-service, AI, automation, and empowerment models
Prioritize initiatives based on impact, feasibility, and scalability
Lead the creation of senior-level strategic deliverables such as experience maps, customer journeys, service blueprints, and future-state visions that guide solution development and investment decisions
Design and lead executive workshops, co-creation sessions, and future-state innovation engagements that align stakeholders, unlock insight, and drive clear outcomes
Mentor others in facilitation excellence and collaborative design practices
Craft and deliver narratives that change minds, hearts, and behaviors—internally and externally
Communicate with clarity and confidence across executive, seller, and delivery audiences
Direct qualitative and quantitative research, concept testing, and competitive analysis to identify trends, opportunities, and risks that inform CX strategy and offering development
Apply psychology and behavioral insight (motivations, beliefs, emotions, perceptions) to influence desirability, adoption, and cultural change across customer and employee experiences
Act as a trusted mentor and thought partner to indirect reports and cross-functional peers, raising capability, confidence, and strategic maturity across the CX community
Qualification
Required
10+ years of progressive, CX strategy focused consulting role; with a blend of sales and delivery experience preferred, bringing well formed perspectives on the future of CX
An obvious speciality / expertise in CX concepts (e.g., VOC programs, service design, automation, AI-Driven experience transformation, CX benchmarking, etc.)
Undergraduate or graduate degree in service design, strategic design, innovation strategy, business administration, or a related field
Ability to travel up to 30% as business requires
Preferred
Advanced degree or certifications from well-known CX institute is a plus (CXPA, Forrester, IDEO, Stanford Design School, Kellogg, etc.)
Experience with CX omni-channel tools or CCaaS technology (e.g. Qualtrics, Medallia, NICECXone, Amazon Connect, Genesys Cloud CX) is a plus
Benefits
Kyndryl’s discretionary annual bonus program, based on performance and subject to the terms of Kyndryl’s applicable plans.
Comprehensive benefits package which includes medical and dental coverage, disability, retirement benefits, paid leave, and paid time off.
Company
Kyndryl
Kyndryl is an information technology and services company.
10001+ employees
H1B Sponsorship
Kyndryl has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (37)
2024 (35)
2023 (20)
2022 (39)
2021 (2)
Funding
Current Stage
Public CompanyTotal Funding
$500M2024-02-20Post Ipo Debt· $500M
2021-11-04IPO
Leadership Team
Antoine Shagoury
Global Chief Technology Officer
David B. Wyshner
Chief Financial Officer
Recent News
2026-01-23
2026-01-23
2026-01-22
Company data provided by crunchbase